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Staff Operational Support Engineer L2 (37639950)
Job Location
Peachtree St., GA
Experience (in Years)
5
Job Type
Contract W2
Job Openings
Staff Operational Support Engineer L2 (37639950)
Job Description
Description:
OptiView
is building a dedicated Operational Support (L2) team responsible for the stability, availability, and operational excellence of our 24/7 live video streaming, ads, player, and realtime delivery platforms.
As an Operational Support Engineer (L2), you take endtoend ownership of customerimpacting production incidents once they are triaged by Level 1 support. You operate directly on production systems, lead live incident resolution, and act as the operational bridge between Support, Engineering, DevOps, and customers, particularly during highimpact live events.
This is a handson, customerfacing role focused on incident ownership, production operations, automation, and operational scalability, not just reactive troubleshooting.
Key Responsibilities
Incident & Operational Support
Take ownership of escalated customer issues from Level 1 Support and drive them to resolution
Troubleshoot and resolve complex, high-impact production incidents affecting live streams, VOD playback, ad insertion, DRM, and real-time WebRTC services
Operate directly on production environments, including configuration changes, CDN adjustments, and corrective actions, following established operational procedures, including executing mitigations and emergency changes during live incidents when customer impact requires immediate action
Lead or actively contribute to live incident bridges involving customers, internal teams, and partners
Provide clear, timely communication during incidents, including status updates and customer-facing explanations
Infrastructure as Code & Production Operations
Work fluently with Infrastructure as Code (
IaC
) to understand, troubleshoot, and safely modify production environments
Leverage tools and frameworks such as:
o Terraform
o Helm
o Kubernetes manifests
o
GitOps
workflows
o CI/CD and deployment pipelines
Use
IaC
as the primary mechanism for safe, auditable, and repeatable operational changes
Collaborate with Engineering and DevOps to improve deployment reliability and operational safety
Validate and execute infrastructure or configuration changes through codified workflows
AI-Driven Operations & Automation
Leverage AI tools and automation to enhance operational efficiency and incident response
Contribute to and use:
AI-assisted incident triage and classification
Automated runbook execution
AI-based pattern detection across incidents
Intelligent alert correlation and noise reduction
Use AI to:
Generate or improve incident communications
Accelerate troubleshooting workflows
Identify recurring patterns and systemic issues
Drive adoption of automation-first and AI-augmented operational practices
Skills:
Pre-Event Planning & Operational Readiness
Participate in pre-event readiness planning for critical customer events
Validate system readiness through:
Runbook checks
Monitoring coverage validation
Risk identification and mitigation planning
Define and rehearse incident response strategies for high-risk scenarios
Collaborate with customers and internal teams to ensure smooth event execution
On-Call & 24/7 Operations
Participate in a 24/7 on-call rotation, including nights, weekends, and holidays, as part of a global support model
Ensure smooth handovers between shifts and regions
Respond to critical alerts within defined SLAs for stream health, player errors, and delivery infrastructure
Root Cause & Continuous Improvement
Perform or contribute to root cause analysis (RCA) for production incidents
Document findings, corrective actions, and preventive measures
Identify recurring issues and work with Engineering and Product teams to eliminate them permanently
Contribute to and improve runbooks, operational playbooks, and knowledge bases for all
OptiView
products (Player, ads, live and real time streaming)
Collaboration & Engineering Feedback Loop
Work closely with Engineering teams to escalate defects, validate fixes, and support production deployments
Provide feedback on system observability, tooling gaps, and operational risks
Act as the operational voice during post-incident reviews
Required Skills & Experience
Technical Skills
5+ years of relevant experience in operational, support, or similar customerfacing roles
· Proven ability to own complex problems endtoend and operate with a high degree of autonomy
Strong experience supporting production video streaming platforms, OTT services, live systems
Solid troubleshooting skills across distributed systems (APIs, microservices, cloud infrastructure)
Familiarity with HLS, DASH, CMAF, WebRTC, DRM and CDN architectures
Experience working with monitoring, alerting, and logs to diagnose live incidents (Grafana, Kibana/ELK, Prometheus, Loki)
Correlate backend streaming metrics, player telemetry, and CDN signals to diagnose live customer issues end-to-end.
Comfort performing controlled changes in production environments
Working knowledge of incident management and on-call operations
Operational Mindset
Proven ability to remain calm, structured, and decisive during high-pressure incidents
Strong sense of ownership and accountability for customer outcomes
Excellent written and verbal communication skills, including customer-facing communication during incidents
Job Requirements
Operational Support, Incident Ownership, Production Operations, Automation, Operational Scalability, Troubleshooting, Live Incident Resolution, Customer-Facing Communication, Infrastructure as Code, Terraform, Helm, Kubernetes manifests, GitOps workflow, CI/CD, Deployment Pipelines, AI-assisted Incident Triage, AI-based Pattern Detection, Alert Correlation, Runbook Execution, Continuous Improvement, Root Cause Analysis, RCA, Monitoring (Grafana, Kibana/ELK, Prometheus, Loki), Video Streaming Platforms, OTT Services, Live Systems, Distributed Systems (APIs, Microservices, Cloud Infrastructure), HLS, DASH, CMAF, WebRTC, DRM, CDN Architectures, Incident Management, On-call Operations, Customer Communication, Collaboration with Engineering, Production Deployments, System Observability, Troubleshooting Workflows, Operational Mindset, Written Communication, Verbal Communication
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